Changes to the Compliance and Performance Reporting Guideline to support the payment difficulty framework.
Compliance and Performance Reporting Guideline review 2018
Draft decision29 May 2018
Submissions closed22 June 2018
Final decision30 July 2018
New framework comes into effect1 January 2019
This review focused on amending the Compliance and Performance Reporting Guideline to ensure that it aligns with the new payment difficulty framework.
We have updated the performance indicators and compliance obligations set out in the reporting guideline and have also made a number of administrative changes.
We're asking retailers for new information to help us monitor our payment difficulty framework
The changes support the new payment difficulty framework that seeks to help prevent customers getting into debt and being disconnected. Energy retailers will need to report to us on their performance and how they follow the new energy rules under the framework.
Disconnection as a measure of last resort
Our payment difficulty framework is designed to give energy customers an entitlement to assistance from their retailer to help them pay their energy bills and avoid getting into debt. The framework also supports customers with repaying debt, lowering energy costs and ensuring disconnection is only ever a last resort.
The changes come into effect on 1 January 2019
The requirements of the revised reporting guideline will apply from 1 January 2019. This means that energy retailers will need to begin providing the new information to us from that date.